Complaints

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 26th, 2024 I purchased a used vehicle from Lexus of Woodland Hills. A 2014 Lexus LS460, Vin #***************** I paid $19,601.86 including applicable sales tax. I was told that the vehicle had been properly checked over by the dealerships service department and that the dealer had spent $4,000.00 insuring the vehicle was in great mechanical condition. Within 50 miles of driving from the dealership, the vehicle began to make a loud vibration and sound. I reached out to the dealership and was told that the vehicle was sold as-is. I drove the vehicle home and parked it until I was able to take it to my local Lexus dealer where they had their master technician look over the vehicle. They stated that the vehicles transmission was on its way out and after realizing that I had just purchased it decided to not charge me for the service. However when I reached out to Lexus of Woodland Hills general manager via email. He would not agree to take the vehicle back stating that I purchased the vehicle and it's unfortunate that its transmission went out. After much back and forth conversation **** offered to purchase the vehicle back for $13,000.00. This was also the cost to replace the transmission. I felt as though I had no choice but to sell the vehicle back. After looking into related reviews from customers regarding their experience purchasing used vehicles from this dealership. It seems that this is a rather common occurrence. I reached out to a friend who works at a Lexus dealer and he asked if I would send him the buyers guide. I looked through all of the paper work I was given by Lexus of Woodland Hills and I did not receive a buyers guide. I was also never presented one nor was a buyers guide on the vehicle stating it was an as is purchase. I also later found out that Lexus of Woodland Hills purchased this vehicle from the original owner who had owned the vehicle since new and serviced the vehicle with them every ***** miles up until they purchased it.

  Business response

  09/12/2024

  As discussed with ******, its unfortunately part of a calculated risk when taking the route of purchasing a 10-year old vehicle.

  We did indeed spend $4,198.88 in reconditioning to make sure the vehicle would be safe and ready for retail.

  It indeed was just that at the time of purchase.

  We have provided the guest a copy of the 3 main components giving the guest clarity along with her signatures.

  1. An "as-is w/ no warranty" buyers guide with her signature.

  2. A copy of the cancellation option which gives them 48 hours to return the vehicle, the guest declined along with her signature.

  3. A copy of the menu giving the guest an option to purchase a vehicle service agreement which would have paid for any repairs, the guest declined along with her signature.

  We offered any repairs at our costs but the guest didn't want to go that route.

  She asked if we would buy it back and I told her we absolutely would.

  The vehicle on trade-in with ZERO issues would have been worth roughly 12k.

  As a good faith gesture, I bought the vehicle back for 13k which is more than it's worth and assuming there weren't any issues at all.

  For transparency, the vehicle sold on September 3rd at the auction for $12,000 as I guessed it would.

  We have done what we can to make it right by the client.

  Customer response

  09/12/2024

   
  Complaint: 22268596
  
  I am rejecting this response because:

  The vehicle did not have any buyers guides on the vehicle during my time at the dealership. The dealership also did not provide me a copy. Until I asked for one via email. I was never offered any warranty. My salesperson brought a paper in for me to sign that declined the $6,000.00 warranty. He stated it was declining the additions to the vehicle such as the ceramic coating. This was in fact my fault for not asking more questions before signing. I did ask about a warranty while in the finance office however **** ****** who assisted me was very short and only wanted to sell me ************* which I did verbally decline. He was not very happy about that as he stated I would owe more on the vehicle than it was worth.

   

  **** also never offered to have the vehicle repaired at no cost to myself as he has stated. 

   This was the first response I received from **** ******* General Manager of Lexus of Woodland Hills. He has falsely stated that he offered to cover the repairs needed. He only offered to discount his shops labor/parts rates. If he had in fact offered to repair the vehicle at no cost to me, I would have gladly accepted this offer and kept the vehicle.

  
  Seans initial response to me:

  
  "On Tue, Aug 20, 2024 at 10:08?AM **** ******* <*********************************************************************> wrote:
  Hello ******, 
  
  Im sorry youre having trouble with your Lexus, that is not something we ever want to happen with any vehicle we retail.
  
  Its unfortunately also part of a calculated risk when taking the route of purchasing a 10-year old vehicle.
  
  The vehicle didnt have any issues when we put it through our shop or it wouldnt have made it to our retail lot.
  
  It passed all basic safety requirements to be able to sell under California law.
  
  In addition to that, we spent $4,198.88 in reconditioning to get it to the frontline.
  
  Ive attached the buyers guide you requested showing the vehicle was sold As-is w/ no dealer warranty.
  
  Ive also attached the Contract Cancellation Option which you couldve purchased at the time to give you 48 hours to return the vehicle, which you declined.
  
  Lastly, I attached the menu showing a *************** agreement was indeed offered to you but was declined.
  
  All these forms required your signature as well for clarity.
  
  Im sorry this is probably not the news you want to hear but is where we stand.
  
  Im not sure what work you need done to the vehicle, if any at all but Id be happy to discount our labor and parts rates to lessen any financial burden on you.
  
  Please let me know if you would like to try that.
  
  
  
  **** *******
  General Manager
  Lexus of Woodland Hills
  *************"

   

   Sincerely,
  
  ****** *****

  Business response

  09/25/2024

  Lexus of Woodland Hills stands by our position that guest was offered all available options at the time of purchase and after purchase. We offered the option of discounting labor and parts rates to lessen financial burden on guest. We purchased vehicle back from guest for $13k and subsequently sold vehicle at auction weeks later for $12k. Unfortunately, we cannot offer guest any further options at this time.

  Customer response

  09/28/2024

   
  Complaint: 22268596
  
  I am rejecting this response because:

  My only hope out of reporting this is that more uniformed buyers are made aware of the practices held by Lexus of Woodlands hills sales department. That buyers looking at a pre owned vehicle will not make the same mistakes I did. Make sure you know what you are signing. Make sure you do not purchase an as-is vehicle from this dealership. They will not stand behind it. Once you drive away, it's not their problem. 

  Sincerely,
  
  ****** *****

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took the car for oil change service on April 18 2024 to Lexus of Woodland hills. Before I get in the tire sign was not on. Once I got the car back the tire sign was on so I though that it's because that they just put air in the tires to adjust tire pressure and if I drive for a while the sign would go off. This usually happens especially in LA when there is a vast temperature difference at night vs. day and by driving a little the tire sign can go away. After some days the tire sign didn't go away so I stopped by at a mechanic shop to check the tire pressures but they were in the right range. I started looking into the display setting and noticed that I can not even see the tire pressure numbers so I took the car to Lexus and I was told that there is charge for inspection of tire sensors and fixing the sensors can cost around $1000. I spoke to **** the Director and mentioned how the issue happened at Lexus as once I got my car the tire pressure was on but the dealership refuses to accept responsibility and fix the problem even though the issue happened at their facility while was my car was being serviced. I spoke with couple of ither people and they mentioned how they had a similar experience as if once they get their car back from the service, right away something gets broken and they need to go back as if it is being done intentionally by the dealership on your car to make you go back and spend more money on fixing issues that they actually created.

  Business response

  06/21/2024

  Lexus of Woodland Hills Management spoke with guest on 6/17/24 regarding guests concern.
  On 4/18/24, we performed an oil change on the vehicle. We did not service the tires or perform a tire rotation. We recommended replacing two tires that were worn guest declined and installed tires at a different location. When guest returned to our service department, we offered to diagnose guests concern free of charge and provide a quote to repair. Guest opted to take vehicle to an independent repair shop, which recommended sensors. ***** requested Lexus of Woodland Hills to remedy free of charge. Unfortunately, since the tires were replaced at another location, we are unable to cover the repairs related to ********************** concern. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a custom order for an LC 500 in Jan 2024 for a Lexus LC 500 at the Woodland Hills Lexus dealership. The custom order is called 'bespoke package'. Received the car in March. Upon receiving and driving the car off, same night realized that it is missing steering wheel heating which is very important. There are 3 separate public articles from 2022 to 2024 that clearly say that the bespoke package is supposed to include heated steering. 1. *********************************************************************************************. ********************************************************************************************** 3. ********************************************************************************************* I asked for replacement car with heated steering, or add heated steering added to the same car. Lexus refused.In addition, they refuse to produce the order form signed by me in Jan 2024.

  Business response

  04/25/2024

  We have worked with ****************** in detail regarding his concerns. Unfortunately, this was a special custom order that the guest placed himself. There is a special all-weather package that was not selected and so the vehicle didnt come with that option. We have attempted to offer different options in getting a new vehicle, but we would have to take the vehicle in on trade as the vehicle is now owned by ******************. We are willing to take a loss and on the new vehicle hes purchasing to limit the loss for the guest, and we have discussed in detail as recently as 4/23. We appreciate Mr. ********* business and would like to work with guest towards a solution. 

  Customer response

  04/25/2024

   
  Complaint: 21497225
  
  I am rejecting this response because:

  It is not clear how much 'loss' the dealership is willing to take on the new order. The feature that I wanted is called 'all weather package' which costs only $250. The normal process of placing an order for a new car and returning the current will cost me at least 25k including taxes and depreciation. That is nowhere in the range of the package cost. I seriously doubt the dealership will absorb anything close to the cost of replacement.

  Yes, technically the dealership is right in the fact that the order for all weather package was not placed during custom order. I had assumed that it is included based on the public articles. It was not made clear to me during the ordering process or the purchase process.

  
  Sincerely,
  
  ***************************

  Business response

  05/03/2024

  Lexus of Woodland Hills management has communicated directly with ************** regarding his concerns. Mr. **** has decided to not pursue reimbursement at this time. We appreciate guest's business, and we welcome him to reach out to us with any further questions or concerns. 

  Customer response

  05/11/2024

   
  Complaint: 21497225
  
  I am rejecting this response because:

  The offer of a 1k discount on a new purchase and effectively pay 25k or more (including taxes and depreciation on existing car) is meaningless in comparison to a feature that I'm seeking that costs only 250$. This is not a solution by any stretch of imagination.

  It does not look like there is a solution possible at this time as dealership is unable to provide a cost effective solution. I don't really want to pursue this discussion anymore.

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Had new brakes installed on my is 350. After 4 hours of waiting, my car was washed and I paid for services. I got into my car and turned it on, my navigation display remained black. No graphics, no navigation map, no stereo and no backup camera safety feature. What happened? I immediately reported to the service attendant and he tried to turn it on but nothing. He said he would speak to technician that ran diagnostics (checking battery etc) & changed the brakes on my car. After waiting another 4 hours in Lexus lounge waiting area, they finally said did my car get into an accident ? Why are ************* loose? We can't get your stereo, ******************* camera to work again. I was escorted to auto shop/work area to find my trunk tail light section panel removed (on ground) and wires loose. I said your technician took apart my car is why bolts loose.They claim that my after market tail lights (installed in 2021) after 2 years suddenly caused my backup camera to stop working. Mind you all was working just fine when I arrived to Woodland Hills Lexus service center before they worked on my car. They then asked me what to do. I'm not a mechanic so I'm not sure why they asked me. I said can you reboot it (again I'm not a mechanic) or maybe it needs a new car battery? I don't know. They then removed my battery and put in a new Lexus battery ($400 battery) but still no lights on stereo & no start up graphics on display screen. Remember I was able to start car with original battery no problem & noticed no start up screen or stereo lights. I'm surprised that Lexus didn't detect this when they washed & drove my car out to me. All 3 Lexus service center employees stared speechless at me, no one taking responsibility or offering to repair. They ran codes and changed fuses but still nothing worked. After leaving car at service center for 3 days I get a phone call that they want to charge me $400 for battery and $900 for new back up camera. Not including labor yet. Now my car is damaged and unsafe. Woodland Hills Lexus feels perfectly fine letting me pay for damages they caused to my vehicle and driving my car with a big safety feature no longer working. No one is taking responsibility and the excuse they are using is due to aftermarket tail lights on my car? Well I have aftermarket tires, shift ****, car battery too. So are my aftermarket tires going to cause my brakes to fail? Time will tell. Maybe they shorted out backup camera with their high pressure wash? Maybe they backed my car up into another car and broke backup camera? Maybe they didn't ground car battery & fried backup camera? Let's see what doesn't work now after leaving car in their possession after 4 days. What state will it be in? Don't get your vehicle serviced at Woodland Hills Lexus. I will call Lexus corporate office to report my experience.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When I went to Lexus of Woodland Hills to purchase a car I was already pre-approved with *********** Auto financing with a set amount. Lexus Woodland Hills were aware of this. I took the 2013 ******** home. After a few weeks I received a letter from Lexus financing stating that they could not find a bank to finsnce me. I feel like Lexus of Woodland Hills submitted inaccurate information regarding my monthly income to get me financed. I am on a fixed income. I have called ************** and I went to Lexus of woodland hills to get the information that got me financed to no avail. I demand this information from the bank and the financing department of Lexus. Thank you for your assistance with this matter.

  Business response

  10/05/2023

  We have reached out to the guest on multiple occasions to satisfy her request.
  
  We were finally able to get a hold of her late last week and scheduled an appointment for Monday 10/2/2023 to review documents.
  
  ******************* did not show up for her appointment, we have called every day since then with no response.
  
  Please let us know how else we can be of assistance.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car in for its first oil change after purchase only to learn that some of the major fluids (transmission, break, and coolant) are in the "red zone" and need to be refilled asap after only driving 4,000, and they should've been refilled before purchasing my vehicle based on what they tell a buyer. I only found out that I needed these because of the oil change outcome. The car was in tiptop condition outside of this issue. The man helping me however was shocked that I had just purchased the vehicle and it had not already been done before I drove off the lot. After they told me that they suggested that I reach out to you WH Lexus, which I did. When I finally got in contact with used car sales manager ***** (took me calling 2 days), he was extremely rude on the phone blaming me right away for the issue, instead of listening. To make it worse, he also hung up on me. Horrible customer service. He also promised to send me the report, and I still haven't received it almost a week later. I've since reached out to other people who are mechanics, in the car dealership business, and a lawyer and they all agreed that it should've been done before purchase. I'm not saying that an inspection didn't happen before my purchase, I'm just saying that certain fluids should've been topped off and they weren't and it could've jeopardized a lot with the vehicle since transmission and brakes are kind of a big deal. I have owned cars for years and never had to change these fluids, so I know that if they were topped off by the dealership before my purchase, then there is no way I am needing to do this right now especially without a leak and driving 4000 miles. I have scheduled my service to be done this week and hope that they will reimburse me for the cost as I shouldn't be putting $700 into my car when they should've done this part of servicing it before putting it on the lot.

  Business response

  01/24/2023

  Consumer Response /* (2000, 6, 2023/01/23) */ Since filing a complaint, the business has communicated with me and has fixed the issue no charge.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I leased a car from the Woodland Hills Lexus dealership and returned my old lease. I told the sales person I did not want to pay anything extra. I had leased cars from the Beverly Hills branch. Previously. A month after I signed the lease they sent called me and asked for more money. I said the guy said no fees. He told me I wouldn't be charged an early termination fee. I told him I would not lease a car if I had to pay any fees. So I called the dealership then. They said ok we fired that guy. Not to worry. They waited years. Then tried to charge me again. I refuse as I did the first time. I also offered to return the car after they called me about this years ago. They said not to worry. Now they are charging me years later. Not ok. Not fair.

  Business response

  06/30/2022

  Consumer Response /* (3000, 16, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not contacted me to discuss anything. I did receive a package from Lexus financial yesterday with the bill. Why did it take 3 years? I would never have purchased a vehicle from these insane liars. It's all they do is lie and lie. This dealership isn't even run by Lexus anymore. They lied to get me to lease it. The guy was fired that month. They said ok mer fired him it's ok. Then 3 years later you want **** dollars. Absolutely no way in hell. Business Response /* (4000, 18, 2022/06/30) */ We just reached out to the client again, we allowed her to vent by cursing at us repeatedly. Unfortunately, her accusations are inaccurate, we have multiple signatures from her, and proof that she was aware of the deal she made. We still adamantly deny any wrongdoing.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩